To Care is Human: Why Every Role Matters to the Patient Experience in a Time of Crisis and Beyond

June 4, 2020

It is time to reframe our thinking on patient experience and reinforce the core strategies, including technology adoption, driving the human experience at the heart of healthcare today. In acknowledging that every person has the potential to impact the human experience in healthcare, we will look at the foundational concepts of experience, why it matters and the impact it can have. By exploring current research and evidence, the voices of healthcare consumers and experiences from the COVID-19 crisis, we will identify opportunities found in a strategic focus on experience. Common themes will reinforce the connection of quality, safety and service with people, clinical processes and the technology that support us in driving the best in overall experience for all who serve in and are served by healthcare. Be prepared to challenge your thinking, explore new ideas and walk away reignited to engage in leading the global effort to achieve experience excellence for all.

Learning Points

  1. Define and understand the impact of an integrated view of experience.
  2. Explore current research on consumer and provider perspectives on the most critical elements of experience.
  3. Apply lessons from the COVID-19 crisis to our broader ability to ensure, sustain and commit to experience for all in healthcare.
  4. Tie experience to the outcomes we aspire to achieve in healthcare, linking people, clinical processes and the technology that support it.
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